Blog Coveo Insights

IT Chaos: Is it simply moving to the Cloud to create “Claos?”

Posted by Ed Shepherdson on November 27, 2012

IT Chaos: Is it simply moving to the Cloud to create Claos?Today’s IT department finds itself in a precarious position: balance stakeholder demands against the need to maintain governance, compliance and control. Environments are becoming more diverse and complex while executive leadership needs CIOs and IT departments to start contributing to the bottom line through increased productivity.

As a result, many CIOs are looking at the cloud as an easier way to deliver solutions to their stakeholders without adding more chaos to their already complex internal systems. The benefits of cloud solutions are very attractive to the CIO: subscription model, no long-term commitments, easy deployment, low cost of ownership, no capital to invest, solutions that meet the individual needs of the stakeholders, etc.

But is the reduced chaos a reality? When I said “solutions to meet the individual needs of the stakeholders,” a vision jumped into my head. I saw a picture of a cloud with 10-20 (even 30) different solutions. As a CIO, I suddenly realized that this image looks very similar to my IT solutions map. As I broke out in a cold sweat, I realized I just transferred the IT challenges to IT cloud challenges. Read more and comment »

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Access to Knowledge: A Financial Organization’s Greatest Asset

Posted by Diane Berry on June 18, 2012

Access to organizational knowledge is important for any organization. In the financial services space, it’s a sound investment practice as well.

Take 3i Group, one of the world’s leading investment firms focused in private equity, infrastructure and debt management. Based in London, 3i has over $15 billion in total assets (around £1.5 billion) through 101 portfolio companies across Europe, Asia and the Americas.

3i’s entire business is based on making sound investments – using the information available to their employees to make better decisions, and in turn, generate greater returns. But before Coveo, 3i was dealing with fragmented information from a multitude of sources. Traders and knowledge workers individually searched Outlook, email archives, file systems and CRMs, across offices and geographies. They wasted substantial amounts of time trying to piece together disparate information, while much of their knowledge was already available from within its enterprise. Read more and comment »

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Survey Says: Most Organizations Lacking Contextually Relevant Material

Posted by Diane Berry on June 4, 2012

In order to work efficiently and effectively, it is vital that customer-facing employees and executives have access to the right information—contextually relevant information—at the right time. If not, the inability to engage at the right levels could be the difference between finding new revenue streams and the loss of customer loyalty and brand reputation. This is because true customer engagement focuses on an organization’s ability to understand, adapt and respond to customer needs in a completely agile, real-time fashion.

However, during a recent survey of customer service and support executives, we learned that just 13 percent of those surveyed believe employees can effectively tap into the collective knowledge of their organizations.
• 79 percent said they can only sometimes or almost never get the information they need to make informed business decisions quickly
• 51 percent said they themselves can only “sometimes” get at the information
• 28 percent noted they can “almost never” get the necessary details
• Eight percent said they could not get at the information at all

The survey data clearly demonstrates that organizations continue to struggle with the fragmentation of information at several levels—preventing executives, employees and customers alike, from making timely, informed decisions. Forward thinking companies must seek advanced alternatives to providing an interactive, real-time, one-to-one, end-to-end customer experience. When engaging with customers they must provide insight and knowledge—which is contextually relevant to that customer. Read more and comment »

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Let us know if this has ever happened to you – “I just wasted how much time?” or “What do you mean this already exists?”

Posted by Diane Berry on May 15, 2012

Let’s face it. The more data available to your company, the less you know what you think you know.

Sound strange? Just think about it…and perhaps consider your own experience. Let’s say you are an engineer or product developer for a mid-sized company. Say the company has been around for 30 years, creates complex products requiring QA testing and perhaps regulatory compliance. At the same time, the company has grown to 10,000 people with 3,000 engineers split among seven different offices in three countries.

You’ve been with the company for three years, working in the headquarters campus where there are close to 1,000 engineers. Perhaps you know 100 people with whom you’ve worked on projects during the past three years. Say you know another 100 people by reputation, but you’re not entirely sure of all of their projects (past and present). That leaves 2800 engineers you don’t know, and you have no idea what they‘ve done, or even what they are working on right now. Sure, you may have Sharepoint profiles, but that doesn’t help you understand expertise, projects worked, or interests, because it is not created from each engineer’s actual, ongoing work and interactions. Read more and comment »

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Customer-Centricity and Information Availability – The Necessity of Innovation

Posted by Diane Berry on May 9, 2012

We’ve all heard the expression “necessity is the mother of invention.” In today’s day and age of digital engagement and the rapid pace of change in which we all live, this statement couldn’t be more true. Today’s consumers do not want to wait. There is a need for immediate satisfaction which means proprietors need to not only react to requests faster – they must have all of the necessary information to answers any number of requests at their fingertips, in an instant.

This information immediacy issue is playing out every day in many industries in multiple formats – whether it’s a customer on the phone with his or her mobile phone provider trying to straighten out a bill, a product engineer working to determine the next phase of a development cycle and needing to tap into a side project for research data, or a sales force leader determining an appropriate engagement strategy for his or her organization. The problem is, as common as these scenarios are, the access to all of the information necessary to make insightful decisions is not as prevalent as one may think.

This is why Coveo and its customers are paving the way – truly leading the charge as innovators – bringing together vast amounts of data on our unified indexing platform across enterprise systems and social channels and making it available with contextual relevance to each and every user—we term this one-to-one, end-to-end. With a single, unified view of information across channels (think an information mash-up like you’d get on Yahoo! Finance), customer service teams discover information relationships within diverse data sources to better know and serve their customers and enable better decision making – all aimed at building a truly customer-centric organization. Read more and comment »

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